Job Description
JOB PURPOSE
Responsible for ensuring and maximizing the profitability (TOI) of the Cards portfolio, including Loan-on-Card products, while maintaining portfolio risk performance within acceptable levels.
KEY ACCOUNTABILITIES
Customer Lifecycle Management:
Manage the lifecycle of existing customers, with primary responsibility for driving card usage and spending, growing End-of-Period (EOP) balances, and enhancing revenue and yield through various programs and sales channels.
Portfolio Profitability Management:
Manage the profitability of the existing cards portfolio and drive higher balance growth and revenue from current customers.
Usage Program Management:
Oversee the design and execution of end-to-end usage programs for both credit and debit cards.
Loan-on-Card Strategy:
Lead the strategy and implementation of loan-on-card initiatives to drive portfolio growth and profitability.
Product and Program Development:
Develop, refine, and deploy loan-on-card programs such as Loan-on-Phone, balance conversion, and installment conversion (EMI).
Usage Campaigns and Categories:
Define key themes and spending categories to develop business initiatives, usage programs, and campaigns aimed at encouraging desired customer spending behaviors.
Merchant Partnerships and Offers:
Build and manage merchant partnerships and promotional programs. Oversee the partnership team responsible for onboarding new partners, designing joint promotions, and enhancing brand visibility at partner locations.
Customer Activation:
Implement targeted programs to increase the activation and engagement rates of cardholders.
Customer Retention:
Analyze customer attrition to identify root causes and develop retention programs and campaigns to reduce churn and strengthen customer loyalty.
Portfolio Management Channel:
Establish and manage the portfolio management channel, which is responsible for executing campaigns and driving portfolio sales. Manage outsourced partners to ensure operational excellence and proper risk controls.
End-to-End Process Management:
Manage end-to-end processes for all portfolio programs, including process design, implementation, and timely updates.
Data Analytics and Performance Tracking:
Oversee daily analytics and portfolio performance tracking, including monitoring by program and customer segment. Analyze key metrics such as activation, spending, balance, attrition, and yield.
Budget and KPI Management:
Collaborate with relevant departments to finalize annual budgets and performance KPIs for the department.
Other Responsibilities:
Perform additional duties as assigned by the Retail Banking Division Board of Directors and the CEO.
Job Requirements
1. Education
Bachelor’s or Master’s degree in Economics, Banking, or Finance.
2. Knowledge and Professional Expertise
Deep understanding of card products and portfolio management.
Proven experience in leading card business operations in a well-established international or local bank.
Strong experience in managing teams, business targets, sales, service quality, and operational processes.
3. Skills
High levels of confidence, energy, and commitment.
Strong ability to take a stand and manage conflicts effectively.
Demonstrates high personal integrity and professional standards.
Excellent interpersonal and relationship management skills.
Strong strategic and business planning capabilities.
Ability to prioritize and effectively drive multiple initiatives across the business.
Strong commercial acumen and negotiation skills to achieve successful outcomes.
Highly numerate, analytical, and strongly results-oriented.
Excellent communication skills, with fluency in English.
Team player with proven leadership and motivational abilities.
Ability to travel and work under challenging deadlines.
4. Relevant Experience
Minimum of 10–12 years of experience in the Card Business.
5. Required Competencies
Ability to work independently as well as collaboratively in a team environment.
Strong analytical, time management, and logical thinking skills.
Ability to coordinate effectively and influence stakeholders across different levels.